Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

The Sr Manager, Customer Engagement plays a key role in the Global Sales team within the Commercial division. You will collaborate with cross-functional teams to design customer engagement initiatives and innovative events that enhance relationships with corporate and agency customers to drive better performance in a fast-paced, ever-evolving environment.

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Lead the design and execution of corporate and agency customer events, including forums, industry wide events, account speaker series etc., ensuring alignment with global engagement, brand strategy, and business goals
• Act as the single point of contact to codify content and coordinate with Global Engagement for all comms
• Lead the creation of briefing books for events/engagements
• Collaborate with cross-functional teams (e.g., Global Engagement, Operations, Customer Service) to create integrated customer event strategies that drive engagement, satisfaction, and loyalty
• Coordinate post-event analysis with multiple departments to measure ROI and customer impact
• Be the primary point of contact with the Corporate events team on SLT calendars and on event logistics
• Lead the development of corporate and agency surveys aimed at understanding sentiment and areas of improvement, and lead the survey data cutting pulling actionable insights out of the responses
• In coordination with Global Engagement, create content for monthly newsletter and other Corporate and Agency communications
• Build strong relationships with internal stakeholders (e.g., Global Engagement, HR, Operations, IT) to ensure alignment with company goals and customer service standards
• Drive a culture of innovation by continuously exploring new event formats, technologies, and training methods to enhance customer engagement and team performance

Minimum Qualifications- Education & Prior Job Experience

• Bachelors degree in a related field (e.g. hospitality, spaneting, education)
• 5+ years of experience in customer engagement, events, training, or a related field
• Proven track record of success in designing and executing customer engagement initiatives

Preferred Qualifications- Education & Prior Job Experience

• Masters degree in a related field (e.g. hospitality, spaneting, education)
• 7+ years of experience in customer engagement, events, training, or a related field
• Experience working in the airline industry or a related field
• Certification in a related field (e.g, events, hospitality)

Skills, Licenses & Certifications

• Strong knowledge of adult learning principles and instructional design
• Experience with event planning and execution
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Certification in a related field (e.g., events, hospitality)

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.